MAKING CLAIMS AND COMPLAINTS- goi SV ppt

SUMMARY: MAKING CLAIMS AND COMPLAINTS
When sending a complaint, you will need to decide whether it is
appropriate to use fax or email, where privacy cannot be guaranteed, or to
write a letter. Some complaints, e.g. a mistake in a small payment or in the
number of goods despatched, can be faxed or emailed, but a letter should
be used for larger or more serious complaints.
I. Opening
Do not delay. Complain as soon as you realize a mistake has been made;
delay weakens your case and can complicate the matter as details may be
forgotten. There is no need to open by apologizing for the need to
complain. We regret to inform you , I am sorry to have to write to
you about as this also weakens yo case. Simply begin:
- We would like to inform you
- I am writing to complain about
- I am writing with reference to Order No. P32, which we received
yesterday
II. The language of complaints
1. Emotional terms like disgusted, infuriated,or amazed have no place in
business. You can express dissatisfaction by saying:
- This is the third time this mistake has occurred and we are far from
satisfied with the service you offer.
- Unless you can fulfil our orders efficientlyi the future we will have to
consider changin to another supplier.
- Please ensure that this sort of problem does not arise again.
2. Do not be rude or personal. In most cases correspondence between
companies takes place between employees in various departments. Nothing
is gained by being to rule to idividual you are writing to. You may
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antagonize someone who has probably had nothing to do with the error
and, rather than getting it corrected, he or she could becom defensive and
difficult to deal with. Therefore do not use sentences like:

- You must correct your mistake as soon as possible.
- You made an error on the statement.
- You don't understand the terms of discount
3. We told you to deduct discount from net prices, not CIF prices. Use the
passive and impersonal structures mentioned earlier.
- The mistake must be corrected as soon as possible.
- There appears to be an error on the statement.
- There seems to be some misunderstanding regarding terms of
discount. Discount is deducted from net prices, not CIF prices.
4. Do not use words like fault (your fault, our fault) or blame (you are to
blame) - these expressions are rude and childish. Do not write: - It is not
our fault. It is probably the fault of your despatch department. lnstead,
write:
- The mistake could not have originated here, and must be connected
with the despatch of the goods.
5. Never blame your own staff, and finally, while writing the complaint
remember that your supplier will almost certainly want to help you and
correct the mistake. Suppliers are not in business to irritate or confuse their
customers but to offer them a service.
III. Explaining the problem
If you think you know how the mistake was made, you may politely point
this out to your supplier. Sometimes, when a mistake occurs several times,
you may be able to work out why it is happening more quickly than the
company you are dealing with.
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- Could you tell your despatch department to take special care when
addressing consignments. My name and address are C.J. Schwartz,
Bergstr.101 K61n. But there is a C. Schwartz, Bergstr.110 K6 l n who also
deals in electrical fittings.
- Could you ask your accounts department to check my code carefully in

future? My account number is 246-642, but they have been sending me
statements coded 642-246.
- I think the reason that wrong sizes have been sent to me is because I am
ordering in metric sizes, and you are sending me sizes measured in feet
and inches. I would appreciate your looking into this.
4. Suggesting a solution
- If you think you know how the mistake can be corrected, let your supplier
know.
- If I send you a debit note for €984.00 and deduct it from my next
statement, that should put the matter right. The best solution would be for
me to return the wrong articles, charging you P&P
- Ratherthan send a credit note, you could send six replacements, which
would probably be easier than adjusting our accounts
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